Today I would like to commend Ontario
Lottery and Gaming Corporation (OLG) on its amazing display of customer service
by tracking down the winner of its $50 million Lotto Max prize that went
unclaimed since November 2012. On Tuesday OLG’s President and CEO Rod Phillips and
director of investigations Mike Hamel, introduce Kathryn Jones of Hamilton as the
winner.
OLG’s level of customer service
in this case is truly remarkable given the fact that the winner was not even aware
she had won the Lotto Max prize. To put the OLG efforts in context we have to
understand that Kathryn Jones lost her ticket and never even check to see whether
the numbers she purchased were the winning ones.
According to reports in the media it
took OLG outstanding use of good detective techniques to solve the mystery and
identify Kathryn Jones as winner. Some of the techniques used by the OLG to
identify Kathryn Jones are typically used by banks and other financial
institutions to identify suspicious transactions, fraud or trace the proceeds
of crime. In this case the OLG used some key pieces of information to identify
Kathryn Jones as the winner. First the OLG knew that the winning ticket was
sold at a Shopper’s Drug Mart in Cambridge, Ontario and when the winning ticket
had been purchased. It was a process of elimination. The OLG said it 435 people
made inquiries about the money.
OLG was able to determine that the
purchase was part of the $16 transaction and that the method of payment was
credit card. They knew the date and may be even the precise time of the
purchase. In addition, they were able to secure CTV video footage to identify
the purchaser. It should be noted that if cash was used it would have been
slightly more difficult for the OLG to narrow down identity of the
purchaser.
Today we let us applaud the Ontario
Lottery and Gaming Corporation (OLG) for their outstanding customer service and
also congratulate Kathryn Jones. This is the first time that the OLG has approached
the winner of a lottery prize instead of the other way around. Amazing customer
service starts with surprising customers with the best customer service they
have ever gotten. Kathryn Jones captures it best when she said at a news
conference hosted by the OLG “As you can imagine, it's been a weird and
wonderful journey. To lose a ticket and then have OLG find me and take the
initiative to contact me is pretty incredible.”
Mark McKenzie is a leading
Subject Matter Expert in financial services regulation and supervision as well
as a professional motivational speaker, corporate trainer and youth
mentor. He can be contacted by email
mastbmckenzie@gmail.com or by telephone 647-406-4622. Read my blog
http://mastbmckenzie.blogspot.ca/ and always write me a comment and share.
Follow me on Twitter @mackynacky. Connect with me on www.youtube.com, Google+,
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